Network Knowledge Management Quality Assurance Analyst

CACI International-posted 3 months ago
$86,600 - $181,800/Yr
Full-time • Mid Level
Springfield, VA
5,001-10,000 employees
Professional, Scientific, and Technical Services
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We are seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join our IT service management team. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL best practices.

  • Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for network operations
  • Develop and enforce quality standards for network knowledge articles and documentation
  • Monitor, manage, and maintain knowledge articles within ServiceNow
  • Conduct regular audits of the knowledge management system to ensure compliance with customer's policies, procedures, governance and ITIL guidelines
  • Collaborate with network teams to capture, validate, and organize knowledge effectively
  • Analyze and report on knowledge usage, gaps, and improvement opportunities
  • Train staff on ITIL knowledge management practices and tools
  • Ensure knowledge base articles are up-to-date, relevant, and easily accessible
  • Implement continuous improvement initiatives for knowledge management processes
  • Coordinate with change management and problem management teams to update knowledge based on incidents and changes
  • Support continuous improvement initiatives within the incident management function.
  • Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
  • 5+ years of related work experience
  • Good working knowledge of the Service Management workflows and ITSM processes
  • ITIL V3 or 4 certification and training
  • Working knowledge using ServiceNow
  • Proficiency in data analysis and statistical methods
  • Excellent problem-solving and analytical skills
  • Strong communication and interpersonal skills
  • Ability to work in a fast-paced, dynamic environment
  • TS/SCI with Poly required
  • Healthcare
  • Wellness programs
  • Financial benefits
  • Retirement benefits
  • Family support
  • Continuing education
  • Time off benefits
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